[ Vonage ... Reviews ](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) [ Vonage ... Reviews ](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) # Vonage Contact Center (formerly NewVoiceMedia) Features ##### ## Competition (6) Competition Templates Offers templates or examples of commonly used competition structures. Custom Competitions Allows administrator to create custom competitions based on KPIs specific to the team to which the competition is assigned. Team Competitions Set up competitions between groups of employees as opposed to competitions between individuals. Simultaneous Competitions Able to have multiple leaderboards and metrics running simultaneously for different groups of users. Competition Adjustments Easily modify leaderboards and goal metrics to support adjustments on how to motivate users. Awards and Incentives Provides sales teams with a list of rewards they can choose from based on high performance Show More ##### ## Employee Features (3) User Profiles Provides each employee with a user profile for personal statistics and progress. Notifications Alerts employees with competition-related news such as launches, leaderboard updates, reports, etc. Mobile Mobile app or mobile optimized website allows participants to easily view scores on the go. Show More ##### ## Integrations (2) CRM Integration Integration with CRM software to access necessary metrics for the competition. Social Collaboration Integration Integration with social collaboration tools to allow employees to communicate about the competition and earn recognition. Show More ##### ## Platform (19) Reporting Displays standard reports at the end of each competition showing overall employee performance. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Enterprise Scalability Provides features to allow scaling for large organizations. Data Import & Export Tools Ability to input, modify and extract data from the application in bulk through a structured file. Performance and Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Call Transfer Transfers live calls to other agents Contact Management Manage, organize, and store contact information Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Survey/Poll Management Create and administer polls and surveys Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call List Management Manage and track all past and future calls. Show More ##### ## Calling (5) Record Calls Records calls for future reference. Generate Location Generates an area code local to where the user is calling to increase likelihood of pick-up. Call Types Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. Click-to-Call Gathers contacts from integrated tools, allowing users to call with one click. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (4) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Contact Management Manage, organize, and store contact information Show More ##### ## Insights (7) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Automated Emails Sends automated emails to increase engagement with prospective clients. Sorts Prospects Organizes contacts based on probability of success. Automated Note Taking Automatically transcribes and summarizes meeting discussions. AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (6) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Real-Time Data Receive data and information in real time Live Chat Ability to chat online in real time Call Scheduling Schedule date and time for callbacks/follow-up calls or reminders Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Text Messaging (13) Bulk SMS Enables users to send mass text message campaigns Two-Way Text Messaging Facilitates two-way text messaging to encourage consumer engagement and loyalty Text Scheduler Provides the ability to schedule single or bulk text messages to recipients on a specific date and time Automatic Replies Provides automatic text message replies to recipients Automatic URL Shortening Provides automatic URL shortening to use less characters via text MMS Marketing Sends out multimedia via text messages, such as coupons, pictures, and audio Personalization Offers features for personalizing text messages based on customer information or past behavior Transactional SMS Allows users to establish automated workflows and triggers to deliver transactional text messages Link Shortening Shorten long links into custom or branded links SMS Messaging Send messages via SMS Scheduled Messaging Send individual or bulk text messages at predetermined times Chat/Messaging Communicate using direct chat or messages within the system 2-Way Messaging Send and receive text messages to communicate with clients or prospects in real-time Show More ##### ## Channels (8) Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Physical Media Includes physical media (mail, flyers, billboards, etc.) in the channels mix. Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Live Chat Ability to chat online in real time Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Design (9) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Batch Communications Send messages, notifications, or documents to an entire customer base at the same time Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. On-Demand Communications Generate personalized communications upon request to meet customer needs Interactive Content Allow the audience to interact or engage with the content Show More ##### ## Functions (10) Call Routing Sends voice calls to a specific queue based on predetermined criteria Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Real-Time Analytics Analyze and gain insights into data in real-time Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Show More ##### ## Administrative (12) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Call Reporting Track and report on all incoming and outgoing calls Real-Time Reporting Active reporting of data and metrics Show More ##### ## SMS Platform (7) Reporting Provides pre-built or customizable performance reports Marketing Automation Automate workflows and trigger campaigns based on customer actions White Label Offers a white labeling service for agencies or resellers to customize platform branding Text-to-Landline Text enables landline phones so users can receive text messages sent to an existing business number Short Codes Provides businesses with 5- to 6-digit short codes for running text marketing campaigns API Integration Facilitates the integration of text messaging into existing business applications through an SMS gateway API QR Codes Matrix barcode that stores information Show More ##### ## Workforce Management (17) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Mobile Access Allows users to access the software using mobile devices. Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Attendance Management Manage attendance for classes, shifts, meetings, or events Employee Management Track employee schedules, availability, and performance across projects and tasks Time Off Management Track and manage employee time-off, vacation, and sick leave requests Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Real-Time Monitoring Active monitoring of systems, applications, or networks Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Show More ##### ## Administration (6) Automation Automates some or all operation related tasks Productivity Analysis Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee Dashboards Has a centralized dashboard for users to interact with. Labor Forecasting Predict labor requirements based on past and present data/trends Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Show More ##### ## Generative AI (9) AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - SMS Marketing (9) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Third-Party Integrations Set up connections to third-party platforms to improve business processes Campaign Planning Plan and strategize marketing campaigns Multi-Language Manage and support multiple languages Show More ##### ## Call Center Infrastructure (CCI) (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Contact Center (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Sales Gamification (1) Autonomous Task Execution Capability to perform complex tasks without constant human input Show More ##### ## Agentic AI - Outbound Call Tracking (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## Agentic AI - Auto Dialer (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## AI Capabilities - Auto Dialer (7) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Real-Time Monitoring Active monitoring of systems, applications, or networks Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Text to Speech Turns text into natural sounding speech Show More ##### ## AI Automation - SMS Marketing (1) AI SMS Uses AI to automate audience targeting, SMS message personalization, and performance optimization. Show More ##### ## AI Content Generation - SMS Marketing (1) AI SMS Use AI to generate personalizaed SMS copy for SMS campaigns Show More ##### ## Additional Functionality (319) AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Activity Tracking Track and document all activities across devices, networks, and other systems Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Scripting Provide agents with a typical response for common call subject matter Contact Management Manage, organize, and store contact information Power Dialer System automatically dials the next number on the contact list after the previous call ends Preview Dialer System provides callee information to agent prior to the call to help determine whether or not to make the call Auto-Dialer System that automatically dials calls Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Real-Time Reporting Active reporting of data and metrics Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Integrations Management Identify which applications need to exchange data and enable these data connections Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Automatic Call Distribution Distribute/route/connect calls Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Generative AI Use AI to generate content in the form of text, images, videos, etc. Interaction Tracking Track interaction history by documenting conversations for contacts Caller ID Identify the number and contact information of a caller before answering the phone Call Transfer Transfers live calls to other agents Call Disposition Track and report on call outcomes Voice Mail Computer-based system that allows users to send and receive voice messages Chat/Messaging Communicate using direct chat or messages within the system Automatic Outbound Dialer Dials outbound calls automatically Call Reporting Track and report on all incoming and outgoing calls API Application programming interface that allows for integration with other systems/databases Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Lead Capture Automatically identify and save contact information of potential customers CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Call List Management Manage and track all past and future calls. Progressive Dialer Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Campaign Specific Caller ID Control the name and number that appears on outbound caller ID List Management Manage contacts across multiple mailing lists Customizable Fields Customize data fields to support various needs and use cases AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Multi-Campaign Manage multiple campaigns in one system Workflow Management Create, design and manage workflows for repetitive tasks Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Lead Distribution Route and distribute your leads to third party buyers Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbound Call Center A call center that primarily receives calls, typically customer service focused For Sales Teams/Organizations Caters to sales teams Data Security Protect sensitive data for digital privacy Outbound Call Center A call center that primarily makes calls, typically sales focused Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Mobile Access Access software remotely via mobile devices Email Management Manage, store and organize emails within the system or via third-party apps Live Chat Ability to chat online in real time Call Transfer Transfers live calls to other agents Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Tagging Highlight specific time marks for annotation and review purposes Call List Management Manage and track all past and future calls. Real-Time Analytics Analyze and gain insights into data in real-time Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Automatic Call Distribution Distribute/route/connect calls Activity Tracking Track and document all activities across devices, networks, and other systems IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Third-Party Integrations Set up connections to third-party platforms to improve business processes Scheduled Recording Automatically record calls at predetermined times Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance File Transfer Move files across different systems or networks Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Transcription Voice conversion to text Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call Disposition Track and report on call outcomes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Contact Management Manage, organize, and store contact information Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Voice Mail Computer-based system that allows users to send and receive voice messages Caller ID Identify the number and contact information of a caller before answering the phone Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Recording Record live video calls to play later Auto-Dialer System that automatically dials calls Chat/Messaging Communicate using direct chat or messages within the system On-Demand Recording Record the audio of phone conversations for quality assurance purposes Customizable Reports Alter the layout and content of reports Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Conferencing AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Interaction Tracking Track interaction history by documenting conversations for contacts Predictive Analytics Predict future data based on historical data sets Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Sales Trend Analysis Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Audio Capture Record audio or import/upload audio files Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Self-Service Search Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Natural Language Processing Process and analyze human language in text or audio form Surveys & Feedback Gauge satisfaction and receive information for improvement and success Automatic Transcription Use AI to convert voice into text automatically Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Request Assignment Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Recording Record the audio of phone conversations for quality assurance purposes Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Data Security Protect sensitive data for digital privacy Call Scripting Provide agents with a typical response for common call subject matter Customer Service Analytics Quality Assurance Systematic evaluation of various aspects of a project or service to prevent defects or issues Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Categorization/Grouping Organize and group data or items based on various criteria Language Detection Identify different languages Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Leave Tracking Manage and track employee attendance Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users For Call Centers Designed for call centers Employee Time Tracking Track and measure time worked for employees Third-Party Integrations Set up connections to third-party platforms to improve business processes Generative AI Use AI to generate content in the form of text, images, videos, etc. Activity Monitoring Track and report on everything that happens within the system or network Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data API Application programming interface that allows for integration with other systems/databases Call Recording Record the audio of phone conversations for quality assurance purposes Approval Process Control Manage the process of evaluating documents or requests submitted for approval Skills Tracking Track employee skills, competencies, training & qualifications Activity Tracking Track and document all activities across devices, networks, and other systems Variable Workforce Utilize third party services to cover unforeseen labor needs Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Employee Database Electronic storage of staff/employee contact information and job status in a centralized repository Online Time Clock Track/log the amount of time employees worked per job using a timer Agent Interface Agents can view and manage all customer requests and interactions. Campaign Scheduling Set campaign schedules by selecting start, pause, and end dates Reputation Management Monitor and manage customers' perceptions about a business, product, or service Polls/Voting Enable custom polls/voting to facilitate decision-making or increase engagement Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Customer Segmentation Process of dividing customers into groups based on common characteristics Landing Pages/Web Forms Create landing pages or online forms designed to capture new leads and prospects AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users API Application programming interface that allows for integration with other systems/databases Text-to-Win Messaging system designed for contests and sweepstakes Mobile Coupons Electronic coupons delivered to a mobile device that can be exchanged for a discount Natural Language Processing Process and analyze human language in text or audio form Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Drip Campaigns Send automated marketing emails based on user actions over a predetermined period Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Keyword Tracking Track and monitor a specific set of keywords Multi-Campaign Manage multiple campaigns in one system Mass Texting Send messages to multiple subscribers at the same time Interaction Tracking Track interaction history by documenting conversations for contacts Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Consent Management Manage user consent requests and documents Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Open Rate Tracking Track the number of open emails, messages, and texts for any campaign Generative AI Use AI to generate content in the form of text, images, videos, etc. Automated Responses Automatic reply functionality for incoming messages Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Templates Sample files or documents that could be customized as needed or used as is Survey Builder Create and manage surveys Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Customizable Fields Customize data fields to support various needs and use cases Reminders Timed notification for any upcoming task, deadline, appointment, or activity Mobile Alerts Notifications via mobile devices Automated Scheduling Automatically create schedules based on business needs or employee availability and qualifications Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results MMS Sending/receiving messages with multimedia content like images, audio, or video over a cellular network Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Mobile Keywords Unique word that contains letters or numbers that identifies specific campaigns Audience Targeting Identify a particular segment of population based on specific criteria and customize your efforts to attract their attention Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Template Management Create, save, and re-purpose templates for emails, forms, etc. Autoresponders Create and automatically send premade copy in response to customer messages Survey/Poll Management Create and administer polls and surveys API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Transfer Transfers live calls to other agents Data Import/Export Import and export data to and from software applications Call Scripting Provide agents with a typical response for common call subject matter Interaction Tracking Track interaction history by documenting conversations for contacts Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Automatic Call Distribution Distribute/route/connect calls Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Chatbot AI-based platform which conducts a conversation via auditory or textual methods Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Agent Interface Agents can view and manage all customer requests and interactions. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Customer History Access previous interactions or concerns to maintain customer relationships Voice Mail Computer-based system that allows users to send and receive voice messages Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Call List Management Manage and track all past and future calls. Chat/Messaging Communicate using direct chat or messages within the system Workforce Management A set of processes to optimize the productivity of its employees Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Email Management Manage, store and organize emails within the system or via third-party apps Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Real-Time Monitoring Active monitoring of systems, applications, or networks Chat/Messaging Communicate using direct chat or messages within the system Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Branding Add customized logos and colors to align with company branding Call Recording Record the audio of phone conversations for quality assurance purposes Autoresponders Create and automatically send premade copy in response to customer messages IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Email Management Manage, store and organize emails within the system or via third-party apps Template Management Create, save, and re-purpose templates for emails, forms, etc. SMS Messaging Send messages via SMS Surveys & Feedback Gauge satisfaction and receive information for improvement and success Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages Interaction Tracking Track interaction history by documenting conversations for contacts Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Workflow Management Create, design and manage workflows for repetitive tasks Customer History Access previous interactions or concerns to maintain customer relationships Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Video Support Supports various video file formats CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Inbox Management Organize, prioritize, and manage incoming communications API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Activity Tracking Track and document all activities across devices, networks, and other systems Chat/Messaging Communicate using direct chat or messages within the system Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customer History Access previous interactions or concerns to maintain customer relationships Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Real-Time Analytics Analyze and gain insights into data in real-time Phone Key Input Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Customizable Reports Alter the layout and content of reports Real-Time Data Receive data and information in real time AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Activity Tracking Track and document all activities across devices, networks, and other systems Live Chat Ability to chat online in real time Call Scripting Provide agents with a typical response for common call subject matter Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Voice Mail Computer-based system that allows users to send and receive voice messages Voice Customization API Application programming interface that allows for integration with other systems/databases Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number SMS Messaging Send messages via SMS Callback Scheduling Schedules callback times Caller ID Identify the number and contact information of a caller before answering the phone Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Surveys & Feedback Gauge satisfaction and receive information for improvement and success Auto-Dialer System that automatically dials calls Pre-recorded Messages Set of pre-recorded messages for candidates that can be shared before, during and after the video interview Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Multiple Scripts Interaction Tracking Track interaction history by documenting conversations for contacts Call Disposition Track and report on call outcomes Meeting Management Manage the process of planning and scheduling meetings, including agenda creation AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Reminders Timed notification for any upcoming task, deadline, appointment, or activity Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Lead Distribution Route and distribute your leads to third party buyers Workflow Management Create, design and manage workflows for repetitive tasks Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Email Management Manage, store and organize emails within the system or via third-party apps Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Activity Tracking Track and document all activities across devices, networks, and other systems Email Templates Pre-made examples and templates for emails Third-Party Integrations Set up connections to third-party platforms to improve business processes Customizable Fields Customize data fields to support various needs and use cases Sales Pipeline Management Pipeline view and tracking lead status Generative AI Use AI to generate content in the form of text, images, videos, etc. Automatic Call Distribution Distribute/route/connect calls Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Lead Capture Automatically identify and save contact information of potential customers Deal Management Defines specific deal parameters to negotiate and secure deals Call List Management Manage and track all past and future calls. Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Call Recording Record the audio of phone conversations for quality assurance purposes For Contact Centers Designed for contact centers. CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Data Management Ability to handle large datasets Calendar Management Track and manage schedules and meetings via an integrated calendar Chat/Messaging Communicate using direct chat or messages within the system Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors API Application programming interface that allows for integration with other systems/databases Task Management Create, manage and track all task activities and progression Interaction Tracking Track interaction history by documenting conversations for contacts Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Show More ## Top-Rated Alternatives [ ![Five9 Intelligent Cloud Contact Center 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